Service Desk

TAWANTECH

Key Responsibilities

• Lead day-to-day Service Desk operations within Technology Operations.
• Oversee and ensure proper logging, tracking, and management of all incidents, service requests, and problems via ITSM.
• Monitor ticket progress and ensure timely resolution in line with SLAs.
• Ensure proper ticket closure with complete documentation and resolution details.
• Act as an escalation point for complex or critical incidents.
• Coordinate with internal technical and business teams to ensure efficient issue resolution.
• Monitor service desk performance and ensure KPI compliance.
• Prepare and review operational, service-level, and management reports.
• Support audits, assessments, and regulatory reviews when required.

• Strong understanding of ITSM processes (Incident, Request, and Problem Management).
• Solid experience in Technology Operations Service Desk environments.
• Proven experience working with SLA and KPI frameworks.
• Strong reporting, documentation, and analytical skills.
• Excellent communication and stakeholder management skills.
• Previous experience in banking or financial services environments.
• PMP and ITIL certifications are required.
• Ability to work across teams objectively without operational bias.
• High attention to detail and problem-solving mindset.